Specialist IMPRU (Inquiry Management & Problem Resolution Unit)
Currently managing diverse team of complaint resolution management where customer satisfaction upon the complaints / queries is the mainly focused area along with true objectives of maximum resolution within TAT.
Major Responsibilities are as under:
?Responsible to handle all Complaints received via CRM as per defined Complaint Management Process..
?Investigating customers’ complaint by using Complaint management system.
?Maintaining MIS of the department: Monthly / quarterly & annually, etc.
?A team player, acknowledged as “Total Quality Customer Service Professional.”
Possess solid computer skills.
?Excellent working knowledge using CRM, Unison, CLMS, MISYS, systems; Microsoft Excel, WordPerfect, Microsoft Word.
?Co-ordination with other relevant departments for complaints resolution such as branches, IT, CAO, RBD CEU, Consumer, etc
?Responsible to provide proper resolutions of customer Complaints, based upon the feedback provided by the concern stakeholders.
?Correspond with the customer through letters, feedback (internet Emails) regarding their queries/ complaint Raise the Query / complaint through Complaint /E-forms and E-mails also.
?Provide the complaint yearly data to Compliance division for SBP submission and inspection.
?Coordinate with the relevant segments & utilizing market research activities.
? Provide country wide assistance and Trainings to branches’ staff for implementation of...
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